Discussion List

• 
  Cases are not assigned to Queue automatically

  Summary: Categories, Queues and assignment rules have been configured for Cases. However, the Cases are not getting auto assigned to Queues. Content (required): Categori…

  Accepted answer

  Jhansi K 324 views 29 comments 0 points Most recent by Anil Narayan Sep 5, 2025 6:59AMHelp Desk
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  Email Milestone Notifications not working

  Summary: The out of the box Milestone Notifications are not triggering when the warning flag or compliance flag has been changed. Content (required): Wondering if anyone…

  Received Response

  Simon Kaplun 60 views 3 comments 1 point Most recent by Prasad Singamaneni-Oracle Sep 3, 2025 11:56AMHelp Desk
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  How can I disable the Out of the box email - Milestone notifications?

  Summary: Hi, I have enable the milestone notifications for HR helpdesk service request. I am additionally receiving the 'OUT OF THE BOX EMAIL - First Response Metric exp…

  Received Response

  Nishanth V 66 views 5 comments 0 points Most recent by Dave Saxon - Systems Analyst Sep 2, 2025 10:41AMHelp Desk
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  Redwood HR Helpdesk - Notification sent to the employee when their request has a status of 'Waiting'

  Summary: My customer has a requirement to send an email notification to the employee when their request has a status of 'Waiting'. What is the best way of doing this. Do…

  Accepted answer

  Martina Miskelly 133 views 18 comments 0 points Most recent by Pamela Lugschitz Sep 2, 2025 8:04AMHelp Desk
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  Issue with helpdesk creating duplicate tickets using Email Communication Channel

  Summary: We have below issue happening in our production environment when help desk tickets are created through email channel. Duplicate tickets are created when employe…

  Received Response

  Rahul Jayagopal 171 views 8 comments 2 points Most recent by ChiaSL-Oracle Aug 29, 2025 1:03AMHelp Desk
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  Make Email the default channel

  Hi all, does anyone know if it's possible to set 'Email' as the default channel in a Help Desk Request? Is it also possible to set the 'To' field as something other than…

  Received Response

  Edward_Cowne 169 views 18 comments 0 points Most recent by Ted Behan Aug 21, 2025 2:20PMHelp Desk
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  Error: A database constraint was violated while storing the changes in the database

  Hello everyone, we've encountered an issue with the Next Gen HR Help Desk where we receive an error code while attempting to send an outbound message through the Email C…

  Received Response

  Kev303 618 views 5 comments 0 points Most recent by Archana Nair Aug 18, 2025 11:04AMHelp Desk
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  Nextgen Helpdesk : Helpdesk Manager not able to view data

  Hi All, I am trying to login as Helpdesk Manager to view all the service tickets. But I am unable to view of any of the details Scenario 1: I tried to login as agent and…

  Received Response

  DivyaMurari.Rajasekaran 138 views 11 comments 0 points Most recent by Shrishti Pandey Aug 5, 2025 1:43PMHelp Desk
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  Is it possible to trigger a survey once HR helpdesk ticket is resolved

  Summary: Is it possible to trigger a survey once HR helpdesk ticket is resolved Content (required): We have a requirement from customer if surveys are possible. Is it po…

  Accepted answer

  Karthik K-Oracle 412 views 9 comments 1 point Most recent by Sourav Sen Nokia Aug 4, 2025 3:44PMHelp Desk